Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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To update oneself with changes in the process flow or changes in the company and/or floor policy

Accept & incorporate regular feedback from the immediate supervisor based on performance & behavior.

Ensure compliance to floor & company policies.

Expected to take class room training during intial 2-3 months

Expected to participate in any process improvement initiatives started in the process.

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The agent is responsible mainly for meeting all client SLA’s. He should have a proper understanding of the company policies in terms of integrity, compliance, floor etc. He should have good task and management skills.

Responsible for completing login hours as per client requirements and adherence to break schedules. Manage progress of orders within committed time lines.

Responsible to work as per defined client working instructions and responsible for meeting all client metrics as per the SLA.

Attend respective team meetings/huddles.

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LIDAR Labelling experience of minimum 6 to 12 months

Professional English language skills- should be able to seamlessly communicate with internal teams.

Service oriented and customer focused

Ability to prioritize tasks appropriately and recognize when issues need escalation

Good eye sight

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Deliver

Performance Parameter

Measure

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service(Product&Service).

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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